Using Freshservice

Hey team,I’ve created an integration between Zoom Contact Center and Freshservice.  I’m attempting to look-up a requester via  /api/v2/requesters?query=[query] using the mobile_phone_number.The mobile number in the requester is in e.164 format and I cannot get any requesters to come back with an HTTP Get.  If I take the same number and put it in the format of (XXX) XXX-XXXX, it will return the requester with this number.  Is the e.164 format supported in APIs?In Postname if I use: https://domain.freshservice.com/api/v2/requesters?query=mobile_phone_number:'+19XXXXXXXXX' I change the format of the number in the requester to (9XX) XXX-XXXX and use this in postman: https://domain.freshservice.com/api/v2/requesters?query=mobile_phone_number:'(9XX) XXX-XXXX' I get the requester.  Any guidance would be appreciatedThank you,Steve

On the FreshService Support Portal if there are active announcements only the “top 1” announcement will be shown, and the end user needs to click on the “View All” button.  Is there any way to modify the template show that the “top 3” annoucements are displayed directly in the announcement “section” without the additional click on the “View All” button?

Hi Freshworks community. I am currently in the midst of updating my company’s offboarding powershell script, and I would like to have the script create a private note with an attachment of the report the script makes, when the user has been offboarded.I have tried to follow multiple different ways both from the API documentation and from here/stackoverflow but haven’t been able to make it work.I always end up getting either an Error 400 or Error 500 when I try to use the code.I have been using the content-type multipart/form-data, and tried with both Invoke-WebRequest and Invoke-RestMethod to no prevail.

Hi all,We are about to launch our self service portal to users but currently in testing users are prompted to login and set a password, which makes sense. I would like to link this to Azure with SSO. I have seen some guides for Azure Provisioning (App Registration , Secret Token etc) which syncs to FS periodically. Would this provide the users with the ability to manually login with their Azure credentials? I assume SSO is a separate process on top of that? (Using SAML or similar?) Essentially what would be great to achieve would be:1. Allow users to access the self service portal with their Azure credentials. (Or better again, provide SSO to the self service catalog for users via Azure).2. Periodically sync Azure to Fresh Service so new users are added as they join the company.I have used Fresh Service for a while but am relatively new to customizing it so would really appreciate any help, or guides on this. I have seen a few but just wanted to hone in on what will help me achieve the

Is it possible to add a ticket status for only a specific workspace? I am attempting to modify the ticket status field inside of a Workspace, but it is inheriting from the Global ticket fields and shows that it is unable to be edited. The documentation mentions the ability to modify the ticket status field inside of a workspace, but in practice this doesn’t appear to be possible.Understanding Custom Ticket Statuses: https://support.freshservice.com/en/support/solutions/articles/155560--understanding-custom-ticket-statuses 

Hello everyone :)is it possible to move a ticket to another workspace and then adding the previous agent as a watcher?I didn’t see an option to do that nor does the workflow automator seem to allow this.We’ll have agents for each workspace and they’re supposed to be confined in their respective workspaces; so straight up giving them access to the other workspaces is unfortunately not an option for us.edit:In the workflow automator we can set an action to add specific watchers to the ticket after it is moved to another workspace, but we need it to auto-pick the agent that originally grabbed the ticket.

On the ticket list, the filter has category, but you can only select one category.  How have you all worked through searching for multiple categories in the same list?  Anyone created a report in Analytics?  Any other ideas?

I am trying to forward Defender and Vendor alerts from shared mailboxes to open a ticket within Freshservice and no matter what I do it isnt working.  I set up a rule in the mailbox, I set up a rule within exchange admin I have sent the alerts directly to the ticketing email. I am open to any and all suggestions in regards to this issue, 

Hi,  trying to get approvals set up for the first time. I can: Get it to send a plain email to my individual email address to test the condition in the Automator has been met (the fact it's Software1 being requested)Get it to invoke the approval process in Fresh when selecting manager approvalI can't :Get an email sent to the reporting manager I can not:Get an email sent to the reporting managerEver get an email sent asking for approval, whether it's to a plain email address or the reporting manager

I am looking for a way to create 1 or 2 additional fields on the Contract record in FreshService. This will better help track the Department that owns the contract record. Any thoughts?

When I clone a widget from page 1 to page 2, why doesn’t the size and location clone also. Since we can’t clone a “page”, I have to clone all the widgets from one page to the next and then I have to resize and reposition every one of them Please change your definition of Clone to mean an exact copy, size and location!

Hello Refresh Community,I am looking to see who might be using Freshservice as a way to manage their Service Portfolio. How are you making this work?Any ideas would be really helpful! Thank you,Zach

Does anyone know the best way to decommission a service request card without losing all of the ticket data associated with it?  Right now I have set it to a draft status so it is not visible to requestors but that is a potential risk of being turned back on.

Have to create notification email for 5000 plus assets based on types or categories, assets had been already added to the system now going to automate the EOL notification process any guidance with the automations? Have done a simple workflow Asset created or updated---->asset type is hardware----->send email Its not working for the already imported asset.

We are exploring moving various teams to workspaces.A question for those already setup with this new feature, what is your criteria for deciding if they team should exist in their own separate workspace or if they should be a separate group within an existing business workspace? Do I lose any features or functionality by setting them up with their own WS?

I have been searching the Community forums and can't seem to find the answer to this. Is there a way I can see the number of associated tickets per Asset? For example, in the Asset list, it's be great to have a column that shows # of associated tickets, so I can see at a quick view what assets have more tickets than others.I tried to build a Report for this but wasn't having luck figuring out the modules there either.

Hi,I have deployed fs-windows-agent-3.30 (Freshservice Discovery agent) using intune and deploying the MSI as a LOB application, it says its successful however on the pilot windows 10 computers the installation fails, can’t start the required services and is missing the below form the log files.“ Error while reading  the content of the file - C:\Program Files (x86)\Freshdesk\Freshservice Discovery Agent\conf\settings.conf”I also tried to deploy in intune using win32 deployment which fails as well. Used this link for reference for the win32 deploymentFreshservice Discovery Agent through Microsoft Endpoint/Intune — Tim D'Annecy (tdannecy.me)

Hi,First thing, thanks in advance for your answers. I’m really new in Freshservice and havn’t got the tweak with Json and webrequest yet. I’ll be receiving attachments in a specific form that is very confidential and I would like to delete them automatically in workflow after sending them in secured Sharepoint folder. I found this can be done this way ;I just can’t find the proper way to create the process. How can I get the attachments ID and specify it in my WebRequest?  If you could point out the right direction to look would be very helpful :) Thanks!

We recently switched our account to MSP mode to bring our sister company onto Freshservice.  After creating a new portal for them, any email notifications sent to Requestors from the new portal (new Company) have our original URL and company and not that of our sister company. How can the {{ticket.url}}, {{helpdesk_name} and Email From display name be setup to match the portal that relates to the ticket?

I am trialing Freshservice now. I like what I’m seeing for IT but have a more immediate facilities/compliance need. I need a reporting tool for employees to report workplace accidents or dangers. Something like reporting a slip trip and fall, or a workplace hazard. I was able to build out a service request that worked for creating the fields I wanted - but this would be managed by facilities staff so in my mind it should be a case, and I want the employees handling these to have the business agent license. I also didn’t like that the end user would be submitting a “request.” They are really submitting a report of something that happened or that they observed.  Anyone figured out the right way to do something like this?  I’m wondering if I’m better off building a form in something like Microsoft Forms and having it send to Freshservice to create a case. Clunky to have a separate interface just for this one workflow though. 

Hello, I would like to add the start timer button in the agents view material bar to reduce the number of clicks needed to start the timer without clicking on Time Entries.Is it possible ? 

Hey,this is a somewhat strange behaviour. We have a ticket field where the requester can enter a date to let the agents know at which day they can work on the ticket. Basically a desired date for when the work could be done.Now I had a discussion with one of the requesters, because he put in the wrong date and then complained. This happened a few times. After some talking he told me that the date format is american (week starting on sunday). We use the calendar where the week starts on monday.After finding the root of the wrongly entered dates I figured this should be an easy fix. The strange thing I discovered is that the same field is formatted differently depending on if you look at it as requester or as agent. This is true for all our agents and all requesters. I couldn’t find any option to change this. First I thought it was a personal account setting, but all accounts have set everything to german.The following two pictures is from the same ticket showing the same ticket field fi

Is there a way to force a new approval to be requested after every step in the change lifecycle?  Right now after the first approval, It lets you transition through every step as there is already an approval in the change.

Hi, I am using the Freshservice growth edition, which prevents me from scheduling reports and using their API to get the data I need. So, I am using the FreshService API to connect directly and extract all information. So far, I was able to get everything I need using the different API connectors (Tickets, groups, Sla_policies, etc.) but… I am missing the one for Survey (CSAT/ESAT).I tried with https://companyname.freshservice.com/api/v2/surveys but only got the main survey info (we only have one). I am trying to see how to get a single table with all tickets ID, their survey responses and work on a report for it.The API mentions using /api/v2/tickets/id]/csat_response for each ticket, but I would like to have a more detailed single table with all responses. Any ideas? thanks! 

Hi there, Wondering what people have done to deal with movers in a company, rather than starters and leavers. Our current issue is we are told via a standard email to the desk with not much detail, or we ask for a new onboarding requested, which does not feel right.  Anyone created a solution to sit alongside on/off boarding? Thanks,